November, 2020

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24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a Call

Callminer

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Even top-performing agents have bad days, though, and sometimes, things that are considered standard practice can frustrate customers. Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole.

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Align Business, Contact Center and Technology Strategies

Contact Center Pipeline

I’ve been on my soapbox for years touting the importance of aligning the business strategy, the contact center operations strategy, and the contact center technology strategy. Strategies are aligned when: You can map the relationship between business and contact center goals. The center is equipped with (or pursuing) technology that enables both. Operational practices and […].

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The 5 Rules for Designing a Great Digital Experience

Beyond Philosophy

Digital experiences are a crucial part of your Customer Experience , especially during the pandemic. Some organizations are excelling, while others could use some work. No matter where you fall on that spectrum, we have some essential considerations for designing your digital experience in the form of 5 rules. On a recent podcast about these 5 rules, I shared a recent digital experience that was definitely on the “could use some work” side of the spectrum.

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The Mike Moment

ShepHyken

We’ve all heard the old adage: “It’s better to give than to receive.” That’s what customer service people do. They give and give and give. They help solve problems and resolve complaints. What they get in return—hopefully—is a nice thank you, which, when you think about it, is fairly insignificant , though appreciated, for the work they do. Yes, they are paid for the job they do, but the people who are amazing at this role aren’t doing it just for the money.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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The 3 Reasons Customers Pushback or Ask for a Supervisor, and What to Do About It

Myra Golden Media

If a customer gives you pushback, argues, or asks for a supervisor, one of the three things is going on: The customer doesn’t trust you The customer fears something The customer sees you as a threat to getting what they want. Watch my video to get two powerful techniques you can use to preempt an escalation when you get pushback. Was this helpful?

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The State of Remote Workforce Compliance

Callminer

Read this article to learn how organizations can achieve and maintain legal compliance with a remote workforce.

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Tips for Onboarding New-Hires Remotely

Contact Center Pipeline

I’m no stranger to remote work. I’ve been onboarded remotely and have onboarded remote employees before. But I have to say I’ve never been a part of onboarding someone fully remote—with my onboarding partners-in-crime also being remote—in the midst of a pandemic. As we are adapting our processes and strategy at LaunchDarkly, it’s moments like […].

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Digital Transformation Didn’t Work: This Is What You Should Do Now

Beyond Philosophy

An organization’s digital experience is vital to their success. We have been getting a lot of clients asking for a review of their digital experience. Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it would be. On a recent podcast, we had our lead on digital transformation Zhecho Dobrev, Principal Consultant for Beyond Philosophy, tell us why that might be.

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Guest Blog: How To Improve the Customer Experience Starting Today

ShepHyken

This week we feature an article from Chelsea Lamb , co-founder and head tech writer at Business Pop. She provides multiple strategies to improve the customer experience in order to gain and retain repeat customers. It’s been said that customer service is dead. Unfortunately, for many businesses, this is true. We live in such an instant gratification world that customers will often simply seek the next best thing if they don’t get the desired outcome to start.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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This Tip Will Reduce Agent AHT by Moving Customers Out of Venting

Myra Golden Media

Twice in the last week, Contact Center Agents have reached out to me for help on reducing Average Handle Time (AHT). I’m listening, and I have an answer. I say “an answer” because I’ll be sharing more solutions in the coming weeks. You can move customers out of venting, rambling, and storytelling using Reframing Statements. Reframing Statements shift conversations with challenging customers from focusing on the problem to what you can do about it.

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Interview with CX Ambassador Matthew Phillip

GetFeedback

Interview with Matthew Phillip, Marketing Automation Manager at Mylo, a Lockton company, the insurtech leader revolutionizing insurance shopping, about his career in the customer experience space.

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100 Call Center Management Tips: Expert Insights & Advice for Hiring & Training Call Center Agents

Callminer

Managing call centers today involves much more than scheduling agents to staff the phone lines.

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20 Empathy Statements to Show Stressed-Out Customers That You Care

Contact Center Pipeline

These are difficult times, and our anxious customers need us more than ever. Some of them need help with a simple task, like: “How do I add a new driver to my auto insurance policy?” Others need help solving a problem: “Why was I charged twice for inflight WiFi?” All of them need our empathy. […].

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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What Do The Pioneers of Customer Experience See for The Future

Beyond Philosophy

What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? This episode of The Intuitive Customer, for starters. Recorded in celebration of the recent CX day, Colin joins fellow experience experts and champions Lewis Carbone and Joe Pine to talk all things Customer Experience.

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Thanksgiving Week Special: A Recipe for Amazing Customer Service

ShepHyken

As we approach Thanksgiving, I can’t stop thinking about turkey and stuffing—and all the different ways to prepare them. Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” So, I’ve listed some of the essential ingredients. I’m sure you’ll have a few more to add to this list.

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What do you do when you can’t give the customer what they want?

Myra Golden Media

I created a worksheet to help you practice the Feel, Felt, Found Method so you can apply it in your specific situations. Grab the worksheet here. I was working with a client that sells food products. A frequent question they get from customers is, “What ingredients are in this yogurt?” for example. When a customer asks for ingredients, it’s usually because they or one of their children has a food allergy, and they’re trying to make sure the product is safe for them.

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How to Coach Your Contact Centre Agents

Call Design

If you want to facilitate an environment for your contact centre agents to succeed, you need to start coaching. Coaching is a great way to encourage, enable, and empower your agents to not only want to be better at their jobs but perform better. Coaching is also a great opportunity for your agents to learn new skills, get feedback on the work they are doing, and resolve the problems they might be having with calls.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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25 Indicators of Fraud on Inbound Calls

Callminer

Here are 25 indicators of fraud on inbound calls in call centers.

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2021 Outlook: AI, Knowledge Automation and the Evolving Role of Remote Agents

Contact Center Pipeline

Already experiencing pandemic change, contact centers can expect even more in 2021, at a more rapid pace. Call and ticket volumes continue to rise, and the remote workforce will remain, at least partially, distributed as the new norm. As CX organizations continue adapting, some are still second-guessing critical technology decisions, which can cause additional friction […].

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Diagnosing Customers’ New Behavior During the Pandemic

Beyond Philosophy

The last time you looked up product reviews, which ones did you notice first, 5-star, or 1-star? Also, how many 5-star reviews does it take to offset a 1-star review? Probably more than one. Today, I’m talking about why that is, and it comes down to two words that describe our instinctive behavior: Negativity Bias. We discussed Negativity Bias on a recent podcast.

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Winner! Winner! Chicken Dinner!

ShepHyken

This is a crazy idea, but hear me out. When I was a kid, we had home-cooked meals almost every night. I thought my mom was the greatest cook in the world. She could make the best chicken. As a matter of fact, she made chicken almost every night. It turns out she could follow a recipe and had bought a book that had 365 chicken recipes—one for each day of the year.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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Contact Center Trends 2021: The CX Watershed

Fonolo

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Read the Full Industry Report Here: Contact Center Trends 2021. Here’s what they said.

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The Best Customer Service Phrases That Will Help in Any Tough Situation

Win the Customer

Being an exceptional customer service representative comes with specific requirements. One of them is understanding the effect of using service phrases. Your goal as a customer service employee is to hear problems and bring solutions. As long as you know how to solve the issues arising, you’re successful. However, communicating well 24/7 can be difficult.

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Your Ultimate Guide to Employee Engagement Surveys

ProProfs Blog

Did you know that engaged employees are 44% more productive as compared to just satisfied workers! Engaged employees are your best assets to grow your business. Their efforts are aligned to the business goals. They act as role models to other employees by setting a standard benchmark. But, how to measure employee engagement to ensure maximum productivity?

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Coaching During Covid-19: Six Remote-Coaching Tips For Contact Centers

Contact Center Pipeline

Now that call centers have transitioned to working from home, many managers and supervisors are finding coaching remotely to have its challenges. Managers often go into “survival mode” and put coaching on the back burner, or worse, turn to “command-and-control mode” in an effort to maintain business as usual. However, one of the things that […].

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Maximizing Productivity in the Contact Center

In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers. However, only 10% of customers believe that experiences have significantly improved over the past year, making productivity a non-negotiable metric for success. To empower agents to do more with less, this report highlights the leading pain points that prevent efficiency and establish a framework for maximizing p

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Would you trust a robot e-banker?

TELUS International

AI-powered robotic process automation, virtual assistants and chatbots promise to change the banking CX. Learn how banks can build trust and get consumers onboard.

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The Loyalty Question 2.0

ShepHyken

If you have been following my work, you may remember something I refer to as The Loyalty Question. It goes like this: What am I doing right now to make sure the customer comes back the next time they need whatever it is we sell? Most people think customer loyalty is about a lifetime. That’s a pretty big goal—making a customer stay for a lifetime. But if you break it down into smaller parts—as in the next time —it becomes much easier.

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Why You Should Hire Agents Based on EQ Not IQ

Fonolo

When hiring new talent, it’s easy to get caught up in qualifications and work experience. However, customer service professionals need more than smarts to be successful — especially when working in a contact center. Empathy is one of the hottest topics in the industry right now, with the pandemic revealing how important genuine human connections are.